Customer Experience Manager

T-Mobile USA, Inc

Bellevue, WA

Apply

JOB DETAILS

JOB TYPE

Full-time, Employee

SKILLS

Business Plan, Coaching, Cross-Functional, Customer Experience, Customer Relations, Customer Satisfaction, Customer Support/Service, Documentation, Information Technology & Information Systems, Marketing, Mentoring, Problem Solving Skills, Process Management, Product Development, Project/Program Management, Retail Channel, Risk Analysis, Sales, Sales Support, Stock Purchase Plans, Team Lead/Manager, Technical Support, Time Management, Willing to Travel

LOCATION

Bellevue, WA

POSTED

30+ days ago

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That's how we're UNSTOPPABLE for our employees!

Job Overview
This role manages the execution of initiatives that impact customer experience across sales and service channels to ensure alignment and readiness. It leads cross-functional teams to develop, plan, and implement changes affecting front-line operations and customer interactions. The role is distinguished by its responsibility for comprehensive execution planning and issue resolution beyond formal projects. Success is measured by effective launch readiness, seamless execution, and timely resolution of customer-impacting issues. The work directly influences customer satisfaction and operational efficiency by advocating for customer needs and supporting front-line employees.

Job Responsibilities:
Develops and owns execution plans for major business initiatives impacting front-line customer experience to ensure readiness and alignment
Leads cross-functional teams to identify risks, evaluate solutions, and make trade-off decisions for customer-facing projects
Collaborates with marketing, product development, and other departments to influence project requirements and solutions benefiting customers and front-line staff
Manages pre-launch, launch, and post-launch activities to support seamless implementation and issue resolution of new products and services
Defines and maintains support models for sales and service channels including administration, compliance, and technical support
Produces and mentors others in high-quality project documentation and applies lessons learned to improve future initiatives
Also responsible for other duties/projects as assigned by business management as needed

Education and Work Experience:
High School Diploma/GED (Required)
2-4 years Wireless experience; previous experience working within or supporting Retail or Care channels. (Preferred)
2-4 years Project or program management experience. (Preferred)

Knowledge, Skills and Abilities:
Customer Service (Required)
Process Management (Required)
Project Management (Required)
Team Leadership (Required)
Microsoft Office (Required)

Licenses and Certifications:

At least 18 years of age
Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): No

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Base Pay Range: $67,400 - $121,600

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, click here.

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.

EOE Statement

We Take Equal Opportunity Seriously - By Choice

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.

About the Company

T-Mobile USA, Inc

Resume Resources

Free Resume Templates Free Resume Builder